Yellow World
Swiss Post has modernized all branches with partners
Swiss Post has modernized its branches with partners over the past five years. By the end of December 2023, it successfully introduced around 1,200 staffed services in village stores, pharmacies and social facilities. In this interview, Martin Widmer, Head of Network Design & Partner Formats at Swiss Post, explains the reasons for the modernization of the branches with partners, how Swiss Post’s partnership with its agencies works and how customers benefit from this:
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Martin Widmer, let’s take a look back. Swiss Post’s branches with partners have been in operation since 2005. How have they established themselves over the past 20 years?
Branches with partners have become indispensable access points for Swiss Post. They offer all the day-to-day services required for a self-operated post office. That’s around 90 percent of the services that Swiss Post offers in its own branches. Incidentally, branches with partners are just as popular with Swiss Post customers as self-operated branches. This is demonstrated by the results of the customer satisfaction surveys that we conduct on a quarterly basis.
Why did Swiss Post replace the self-service counters in branches with partners with staffed counters if customers were clearly satisfied?
It is precisely from this customer feedback that we learned that our customers would like to be served by human beings when conducting their postal transactions at branches with partners. This is one of the reasons we replaced the old self-service counters with a staffed version. The customers greatly appreciate the staffed version.
How satisfied are branches with partners regarding their cooperation with Swiss Post?
In my opinion, the fact that we have successfully converted around 1,200 branches with partners demonstrates the high level of acceptance of the new service counters, and also says a lot about the satisfaction with the partnership between Swiss Post and the branches with partners. Our periodic partner satisfaction survey allows us to make two main statements: the branches with partners rate the support and technical processing as “good”. Satisfaction with the conditions is in the medium range.
You can read the rest of the interview in the media blog (in German)
Competition: discover branches with partners
The branches with partners are as diverse as Switzerland itself. For example, there are branches with partners in the paraplegia center in Nottwil, in the Absinthe Museum in Môtiers and even in the ice hockey stadium in Ambrì. You can now see the branch with partner in the Ambrì stadium for yourself – and an ice hockey game to boot. Take part in the competition and win two tickets for the ice hockey game on 2 March 2024 at Ambrì Stadium.
The competition is closed.